Complaints

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/29/22 I ordered a full rack of ribs for 28 dollars. A full rack of ribs is typically 12 ribs by restaurant and butcher's counts. The rack of ribs that arrived at the table was 8 small ribs. The person who delivered it to the table confirmed it was the full rack and only 8 ribs. They then sent the server **** over. The server attested it was only 8 ribs as well. There is a clear case of misrepresentation and false advertising going on. A half rack, by their count is 4 ribs and costs 14. I want a refund of 14 (plus tax) based on there being 4 ribs missing from the half rack.

  Business response

  05/13/2022

  Aloha,
  
  
  Thank you for sharing this complaint with us.  Sorry for the slow response. The email address that the original message was sent to is not active and was sent to a catch all that is not regularly monitored.  I can be reached at ************************************************** or ************.
  
  
  Were happy to give ************** a full refund for his entire meal at Tikis.  We guarantee our product, and his satisfaction is paramount.  Were sorry for his experience and wish we had handled the situation better while he was still in the restaurant.
  
  
  Because we dont have a record of Mr. ****** specific meal, were mailing him a check for $100 today.
  
  
  That said, we disagree with Mr. ****** characterization of the situation.  There is/was no intent to deceive him or any of our guests. 
  
  
  A quick internet search provides many explanations of how many ribs are in a rack.  I've attached a screen shot of a Wikipedia explanation. These two articles may help him understand why sometimes people only get 8 ribs in a full rack restaurant serving:
  https://www.finecooking.com/article/spareribs-vs-back-ribs
  https://bbqhost.com/how-many-ribs-in-a-rack/
  
  
  Furthermore, we buy our ribs from a purveyor that sells us rib racks based on weight, not how many bones. Our rib appetizer is always 4 bones.  When small, we cut the individual ribs at every other bone, resulting in thick  double meat on both sides of the rib bones served to the guests, and discarded bones that have no meat on them.  Restaurant chefs call this a double cut.
  
  
  We take great pride in exceeding our guests expectations and were sorry that we failed Mr. ****** experience with us.  We appreciate his feedback and will use this situation to prevent situations like this from happening in the future.
  
  
  Mahalo,
  
  
  **** Tobin 

  Co-Founder

  Tiki's Grill & Bar

  Customer response

  05/20/2022

   
  Complaint: 17126858
  
  I am rejecting this response because:

  Hi ****,

  Thanks for standing behind your product and appreciate you sending a check to make up for the issue. I have checked my mailbox yesterday, but still have yet to receive the check. 

  Once the check has arrived, I will accept your response. BBB said I had 1 week from the date of your last response to accept or reject, otherwise it would be automatically resolved.

   

  That being said, I still disagree with the characterization of the rack by the menu.

  "A rack of baby back ribs usually has about ***** ribs and weighs between 1 and 2 pounds." - https://bbqhost.com/pork-loin-back-ribs-vs-baby-back-ribs/

  The menu stated "Guava Glazed Baby Back Ribs**
  $28.00
  Entree full-rack of baby back ribs with guava barbecue sauce, served with crispy fries".

  You stated, that the number of ribs in the full rack is actually determined by the weight rather than having a particular number of bones in the rack. While I am no marketing expert, I would suggest updating the menu to reflect that. 

  As shown by the diverse descriptions recorded on websites, a full rack has a varying definition of how many bones are included as stated, so it can be confusing how full of a rack a diner is actually receiving.

  Something like "Entree full-rack of baby back ribs (8 ribs) with guava barbecue sauce, served with crispy fries", a small addition that let's guests actually know what they are getting.

  Furthermore, I suggest updating the half-rack description too. As it reads currently:

  "Guava Glazed Baby Back Ribs**
  $14.00
  Appetizer half-rack of baby back ribs with Tiki's signature guava barbecue sauce"

  A change I suggest to the description is: 
  Appetizer half-rack of baby back ribs (4 ribs) with Tiki's signature guava barbecue sauce
  
  

  Again, I appreciate your candor in this manner and look forward to receiving the satisfaction guarantee in the mail in the next few days.

  Sincerely,
  
  *************************

  Customer response

  05/26/2022

  Good Morning,
  I spoke with *** and another representative yesterday regarding the complaint (Id ********* and was advised to re-send the following email to solidify the fact that this matter is closed.
  
  I have logged  into the BBB site and unfortunately no action can be completed to actually close this case short of you receiving this email and closing it on your end. 
  
  Please let me know if you require anything additional from me and if/when we might be able to have this matter fully resolved.
  
  I appreciate your time and assistance and look forward to hearing from you. Thank you 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩